Unanswered questions

Hi everyone,I’ve been reviewing how we use tags in Front, and I feel like things can get messy if not structured properly.Currently, we use tags like:Billing Technical issue Follow-up UrgentBut over time, more tags keep getting added, and it’s becoming harder to maintain consistency.I’m wondering:How do you structure your tagging system (simple vs detailed)? Do you limit who can create tags? Any best practices to keep things organized long-term?Would really appreciate insights from teams who’ve scaled this well!

I am currently exploring options to connect external services not currently available in Front. We are aware of Front´s metric and analytic capabilities but will still need a bridge or integration. The application in question is Amplitude.Since there isn't a native integration or plugin, I’m curious how others are doing this. For those of you who have moved past Zapier/Make and into Custom Plugins, was it difficult to set up the connection? 

Currently, Front’s tagging system is proactive: it works perfectly for messages coming in after a rule is set. However, logistics is often about identifying patterns after the fact.We currently have to perform manual searches and use "Bulk Actions" to tag messages. This is time-consuming, prone to human error, and often misses archived or moved threads. As such our Front Analytics reports are incomplete for the first 14 days of any new issue, making it harder to provide our shippers with accurate historical data.We propose a feature that allows Admins to apply a Tag (or trigger a Rule) retroactively.1. Selection: Create a Tag or Rule (e.g., If body contains "Toll Increase" -> Add Tag "Finances").2. Backfill Option: A button that says "Apply to Historical Conversations".3. Time Parameters: A date-picker to define the look-back period (e.g., Last 30 days, Last quarter, or Custom Range).4. Background Processing: A status bar indicating the progress of the historical scan.Why this matte

Hi,Is there a possibility to use data (e.g.Company Names) imported from Salesforce to create specific Views tied to this Data?Right now it is a workaround of adding Tags and then create a View with the Tags, but it would make more sense to use the imported data that is already there.

I tried integrate Live Chatbot widget to our documentation page but the app does not dynamically change the background image. Any suggestion? Thank you.

I’ve made a private oauth app to access resources. Only shared resources. I’ve limited the resource permissions to a pretty vanilla degree. However, whenever someone in my company tries to authorize the app, if they are not an admin then they cannot proceed.Is this expected, or am I doing it wrong? 

Hi all,I’ve been exploring automation features in Front and I’m curious how other teams balance automation with maintaining a personal customer experience.Automation definitely helps with:Faster response times Reducing manual workload Organizing conversations efficientlyBut at the same time, I’ve noticed that too much automation can sometimes feel less personal for customers.For example, I’ve seen workflows where:Auto-replies are sent instantly Conversations are routed automatically without reviewI’m wondering:How much automation do you currently use in your workflows? Have you ever reduced automation to improve customer experience? What’s your approach to keeping responses efficient but still personal?Would love to hear different perspectives and real examples!

Hello Team,I’d like to get the community’s perspective on how best to interpret workload metrics at the inbox level.For my team, I typically track performance using tickets created vs. tickets resolved across each inbox. However, in the Front workload report, we have the following metrics available:New conversations Moved into inbox Moved out of inbox Resolved conversations Unresolved conversationsGiven these, I’m trying to establish the most accurate way to calculate true ticket creation and resolution per inbox.My current approach is:Created = (New Conversations + Moved into Inbox) – Moved out of Inbox Resolved = Resolved ConversationsThe idea is to reflect the net workload that actually lands and stays within an inbox, rather than inflating volumes through internal ticket movement.I’d appreciate your thoughts:Does this approach align with how you measure workload? Or is there a better way to represent “Created” and “Resolved” at the inbox level?Looking forward to your insights.Thank

The recent update put the delete button behind an ellipses. That’s a terrible idea. My laptop does not have a delete button. Give me my button back :(

Hi everyone!We recently expanded Copilot to a few more of our teams at their request. They saw it being used by other teams and were interested in the conversation summaries and suggested replies.As we roll this out further, I would love to hear from those who have used these features for a while: The "Honeymoon" Phase: How has the sentiment evolved? Does the team still find the summaries valuable daily, or has it become "background noise"? Accuracy: How reliable are the conversation summaries? Do your teams find them accurate for long threads, or do they still feel the need to read the entire history anyway? Suggested Replies vs. Manual Edits: Do your agents find the suggested replies "ready to send," or are they mostly using them as a skeleton and spending significant time editing them? Knowledge Base Integration: For those seeing high-quality suggested replies, do you have a Knowledge Base linked or synced? I am interested to know if the model performs well enough pulling from

Hi everyone,I was wondering if anyone has set up a rule that automatically takes tickets that have been in a “Waiting” status for a certain period of time and sends an automated response like:“Closing the loop here as we haven’t heard back from you. Please feel free to reach out if you have any additional information.”Then moves the ticket to a resolved status.Tried creating this ( see below) but for some reason when I test conversation for this rule, Front gives me a warning message saying “Condition isn’t supported for testing”. If anyone has any idea why this is happening, it’ll be super helpful!Thanks!! 

Hello! So our plan is to quickly setup and use Front to handle all customer feedback, organise it and make sure we do not miss anything important. We will have a few mail channels and maybe a couple of other types in time to come. Based on your real world experience what are the most important steps to follow in order to ensure a clean base setup in front?

Since there’s no native Google Chat channel, how is your team bridging the gap between internal chat and Front without losing context?